Support Services

Patient Complaint Handling Service

Dr Sarfaraz Akhtar
Assistant Manager Clinical Affairs
486 4622 or 493 0051 Ext. 4622

Dr Saba Hameed
Quality Assurance Officer
486 4616 or 493 0051 Ext. 4609

Dr Zainab Rizwan Ahmad
Patient Counseling Officer
486 4610 or 493 0051 Ext. 4610

Being a customer focused organization, Aga Khan University Hospital values the feedback provided by patients, their family and attendants. We at AKUH have an obligation to listen, understand, investigate and respond to the complaints in a very professional manner. Each and every complainant deserves respect and careful handling as it provides tremendous opportunities for improvement. It is ensured that presentation of a complaint will in no way compromise a patient's access to care at the Aga Khan University Hospital.

We encourage our patients and their family members to freely raise and discuss their concerns with the concerned health care team of doctors, nurses, and service coordinators in the wards, who always try to address and resolve these issues on the spot. In case the ward staff is unable to resolve such issues, the patients and families have the right to make a formal written complaint. The prescribed forms and drop boxes are available in all patient care areas.

The Department of Clinical Affairs has established a Patient Complaint Handling Office. The staff of the office receives feedback from patients and/or their family either in written or verbal form. The office has a standard operating procedure for handling complaints in light of AKUH’s “Complaints Handling Policy”. It is manned with full-time staff and operates on working days from 9:00 AM to 5:00 PM. This team works very closely with the clinical faculty, nursing and support services to respond to complaints and keeps the senior management well informed of the process and status of complaints.

If desired, representatives from senior medical, nursing, and administrative leadership are always more than willing to meet the complainants in order to help arrive at timely resolution of raised issues.

Complaints, their outcomes and patient satisfaction are shared with the hospital staff through monthly and quarterly reports.